Troubleshoot if Things do not Post to Xero

Although the interface between the two systems is incredibly powerful, we are limited by the functionality available to us from the Xero interface. Invariably the warning messages that appear during a sync will give a very good indication of where the problem is. It is always worth looking carefully at the logs if you notice a problem as they are quite descriptive in identifying an issue.

If you are having trouble synchronising (i.e. the sync won’t even start without erroring) please read Connection problems with Xero

General things to note

Refunds: Xero does not like on account refunds unless they are allocated to a credit note (either in Arthur or Xero). If you enter an on account refund to a tenant or payment to a property owner in Arthur without fully allocating it to a credit in Arthur first, it will not post to Xero.

Where have you added transactions?: It is essential that you add a transaction in the correct area, be it at ‘Property, Unit or Tenancy’ level.

Editing transactions: If a transaction has been edited after it has already been synchronised, you will need run a sync on all records in order for this to update in Xero (Please contact a team member to help you with this). Best practice is to void transactions and recreate it, if you would like to resolve efficiently by yourself.

Voided transactions: Generally speaking most things voided in Arthur should automatically void in Xero, but anything voided in Xero will definitely be voided in Arthur. Voided Property Owner charges in Arthur will also need to be voided manually in Xero. You will see the following message during the synchronisation, if you have lots of property charges you need to void, it’s best to do it in Xero because it will void in Arthur too.

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Things to look for if the Tenant, Property Owner or Contractors are not appearing in Xero

  • Check that the email address for all of the contacts makes sense. Xero will not allow the creation of a record if the email address doesn’t make sense or you have multiple email addresses on one line
  • Check that you have a forename and surname on both the Xero and Arthur for each of the accounts
  • Check that you have not archived the record in Xero. Often tenancies are archived in Xero, so when you sync a new tenant/tenancy record it will not sync to Xero.

Things to look for if transactions do not appear in either Xero or Arthur

  • Check that the ‘transaction type’ in Arthur has been mapped to its counterpart in Xero, vice versa in the account mappings section
  • Check that the unit/property/tenancy related to the transaction has a property owner or tenant assigned to it.  If it has, check that they also exist in Xero
  • Check that transactions do not have the same invoice reference number. Xero will not accept transactions with duplicate transaction invoice numbers.

Often transactions are posted to Xero with an advanced date. It is easy to be fooled that it hasn’t gone across because most reports on Xero run as at today’s date.  This especially happens when looking at Aged receivables/payables reports in Xero and the balances look wrong. You can always see if a transaction has gone across by looking in the respective Tenant/Property Owner/Contractor accounts and viewing all bills

If receipts do not appear in Arthur from Xero, check that you have mapped all the bank accounts correctly

Another reason things to not post into Xero is because of Lock dates as shown below.

Lock Dates

Click on your company name > Settings > Advanced settings

On Xero, ‘Lock Dates’ are a feature that prevents you from entering a transaction after a specific date. Hence any transaction posted after the dates entered after the ‘Lock Dates’ will not be posted. You can enter these dates as shown below;

Should a transaction occur after this period, you must remove the ‘Lock Dates’ and then add them again with dates that will allow the transaction to occur within.

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